Landlords are being advised to look on tenants as customers if they are to take full advantage of the growing rental market.
With tenants renting for longer, good customer service from a landlord is a key issue for tenants.
A survey carried out by property technology firm, Engage, reveals that poor communication is one of the main frustrations for tenants while renting, as is failing to sort out property-related issues quickly.
The survey also found that 76% of tenants aged 18-24 experienced these frustrations. However, only 49% of tenants said they have these problems with landlords.
A smaller percentage of renters – 13% – feel the process of applying to rent a property is stressful or frustrating.
As more tenants are choosing to rent for longer, partly due to lack of affordable housing to buy, customer service expectations are growing.
One way of ensuring relations between landlord and tenant do not deteriorate over a period of time – as they tend to do – is to appoint a managing agent to act as the intermediary. The landlord can rely on the agent to analyse whatever the complaint or problem may be, and either deal with it or consult if necessary. The tenant should be able to rely on the agent to act promptly and professionally in getting a contractor to fix the problem, thereby avoiding delays and frustration which can lead to dissatisfaction.
Many tenants enjoy t he freedom and flexibility that comes with renting, especially in an age where people move jobs more frequently. Good customer service from a landlord and flexible rental options are doubtless important to many renters.
But with rental demand still strong, in London and elsewhere in the UK, landlords and potential buy-to-let investors can benefit from this demand.
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